MBTA
Director Bus Operations
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At the MBTA, we envision a thriving region enabled by a best-in-class transit system. Our mission is to serve the public by providing safe, reliable, and accessible transportation. MBTA’s core values are built around safety, service, equity, sustainability, culture, and accessibility, and each employee that works for the MBTA performs their roles based on our vision, mission, and values. This includes attendance, participation, and contribution in local safety committee meetings as needed.
Job Summary
The Director of Bus Operations is a strategic and operational leader responsible for overseeing all assigned bus transportation activities, ensuring the delivery of safe, reliable, and customer-focused service. In addition to managing day-to-day operations and field activities, the Director plays a key role in advancing special initiatives that shape the future of transit service. This includes leading safety enhancement initiatives, employee skill development programs, and training program strategies, and supporting the planning and implementation of new capital projects. The Director will also collaborate across departments to evaluate and integrate emerging technologies that improve service delivery, operational efficiency, and the rider experience.
Reporting to the Chief Transportation Officer - Bus, the Director will serve as a key decision-maker during service disruptions and emergencies and will represent the CTO as needed. This role requires a forward-thinking leader with a strong operational foundation, a commitment to continuous improvement, and the ability to drive innovation in a dynamic transit environment.
Duties & Responsibilities
- Responsible for ongoing enhancement of customer experience through the oversight and direction of all field activities within their jurisdiction.
- Assist in establishing annual service delivery goals for assigned Bus division(s) and work with the various Authority departments to ensure necessary staffing, equipment, and infrastructure are available to meet all established goals.
- Develop and execute strategies to enhance safety, service reliability, and the overall customer experience.
- Coordinate with the Operations Training School to ensure staff receive required training and certifications aligned with emerging trends, operational needs, and performance analysis.
- Partner with the Technology Innovation Department (TID), Workforce Modernization Planning (WMP), and other teams to evaluate, implement, and operationalize new technological tools.
- Support the implementation of new Bus Operations capital projects.
- Drive employee coaching and professional development programs to empower staff and support growth and performance.
- Supervise and support Superintendents and frontline staff to ensure consistent, high-quality service delivery.
- Review existing processes (safety, business, etc.) to determine efficiency and propose changes where appropriate.
- Serve as acting Chief Transportation Officer - Bus during absences and represent the CTO in meetings and presentations.
- Collaborate with maintenance and Operations Control Center (OCC) to resolve service disruptions.
- Monitor key performance indicators (KPIs) and implement mitigation plans to address service gaps.
- Investigate service delivery failures and oversee the implementation of corrective actions.
- Participate in the development and management of the department's annual budget and ensure fiscal accountability.
- Oversee recruitment, selection, and onboarding of department personnel.
- Ensure compliance with Authority policies, safety standards, and collective bargaining agreements.
- Maintain and protect all equipment, inventory, and facilities under departmental control.
- Foster positive labor relations while upholding management rights and organizational goals.
- Respond professionally to inquiries from customers, vendors, and internal stakeholders.
- Drive to work sites and emergencies as needed and work flexible shifts as required.
- Perform all other duties and projects that may be assigned.
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Additional responsibilities may include focus on one or more departments or locations. See applicable addendum for department or location specific functions.
Supervision
Supervise, through Superintendents and Supervisors, all transportation, and associated persons responsible for service provision within their jurisdiction.
Minimum Requirements & Qualifications
- A Bachelor's degree from an accredited institution.
- Seven (7) years of experience in transportation operations.
- Five (5) years of experience supervising in transportation operations.
- Two (2) years of experience in MBTA operations.
- Familiarity with Bus Transportation Operations.
- Experience at the Director, Deputy Director, or Superintendent level.
- Effective interpersonal, analytical, quantitative, writing, multi-tasking, organizational, and time management skills while ensuring confidentiality.
- Demonstrated proficiency in business intelligence tools such as Tableau, Power BI, etc.
- Proficiency with the Microsoft Office suite.
- The ability to communicate effectively and present to a diverse group of stakeholders, customers, employees, and vendors, by using excellent customer service and conflict resolution skills.
- The ability to provide internal and external customers with a courteous and professional experience.
- Have the capability to work any and all shifts at locations as assigned or directed.
- Be available to work twenty-four (24) hours per day, seven (7) days per week.
- Ability to supervise and work effectively in a diverse workforce.
- A valid driver's license without infractions and in accordance with the MBTA's policy.
Substitutions
- A High School Diploma or GED with an additional seven (7) years of directly related experience substitutes for the Bachelor's degree requirement.
- An Associate's degree from an accredited institution, and an additional three (3) years of directly related experience, substitutes for the Bachelor's degree requirement.
- A Master's degree in a related subject substitutes for two (2) years of general experience.
- A nationally recognized certification, or statewide/professional certification in a related field, substitutes for one year of experience.
Preferred Experience & Skills
- Experience in MBTA Transportation Operations.
- Seven (7) years of experience at the MBTA.
- Five (5) years of supervisory experience at the MBTA.
- Experience in Bus Operations.
Job Conditions
- Ability to effectively read, comprehend, communicate, and respond to instructions, orders, signs, notices, inquiries, etc. in English.
- Be at least eighteen (18) years of age, except if participating in an approved high school internship / co-op program.
- Ability to commute to assigned work locations in the Boston, MA metro area, as required by the role.
- Ability to provide internal and external customers with courteous and professional experiences.
- Ability to work effectively, independently, and as part of a diverse workforce team (or supervise, if required).
- Ability to uphold the rights and interests of the MBTA while building and maintaining effective relationships with employees and co-workers.
- Ability to adhere to rules, regulations, collective bargaining agreements (if applicable), and policies of the MBTA, including the EEO, anti-discrimination, anti-harassment, and anti-retaliation policies.
- Have a satisfactory work record for the two (2) years immediately prior to the closing date of this posting (unless if current student or recent graduate), including overall employment, job performance, discipline, and safety records (infractions and/or offenses occurring after the closing of the posting and before the filling of a vacancy may preclude a candidate from consideration for selection).
- Ability to pass a Criminal Offender Record Information (CORI) check, comprehensive background screening, and / or medical Clinic screening, potentially including physical examination and drug and alcohol screenings.
- Ability to work all shifts and / or locations assigned, directed, or necessary for this position, including (for some transit / operations roles) up to twenty-four (24) hours per day, seven (7) days per week as necessary to accommodate severe weather conditions, emergencies, or any other circumstances that may potentially impact service or the safety of service.
- Intern / co-op staff must be enrolled full or part-time in an accredited educational program and maintain a cumulative GPA of at least 2.5 for the entire duration of the internship / co-op. Additionally, interns / co-ops must have valid work authorization and U.S. Social Security Number prior to starting pre-employment screenings / pre-boarding, working in their positions, and throughout the duration of their program.
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Disclaimers And Definitions
- General Disclaimer: The statements contained in this job description are intended to describe a summary, general nature, and complexity of typical job functions and do not represent an exhaustive list of all duties, tasks, and responsibilities required of staff assigned to this position.
- Application Completion: It is each applicant’s responsibility to ensure application details are entered completely and correctly, including updated work and education histories (past and current). Incomplete applications may not be considered. Attachments do not substitute for application fields. The recruitment team does not have access to existing employee data / history.
- Application Deadlines: Applicants should apply as soon as possible, as the MBTA may stop considering applicants after a sufficiently large applicant pool is established.
- Work Environment: The physical demands and work environment characteristics described here-in are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations can be made to enable individuals with disabilities to perform essential functions. See job description for role-specific requirements.
- Work Eligibility: All employees must be legally authorized to work in the United States and on an unrestricted basis. The MBTA does not have an employer work sponsorship program. However, if you have unrestricted work authorization, or are sponsored by a separate entity, you are welcome to apply. Further, all persons hired will require a U.S. Social Security Number prior to starting the position and employees will be required to complete a Form I-9 to verify their identity and eligibility to work in the U.S.
- Interviews: Candidates should ensure they arrive on time, are prepared, can remain for the duration, and if remote, are in a quiet place without distraction, for the interview. Candidates who do not attend their interview without advance authorization, including an email confirmation of a rescheduled time/date from Human Resources, will be considered a no-show and disqualified from consideration for the position. Related to rescheduling, on a one-time basis, and due
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